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What does a Technical Support Analyst do?

Learn all about Technical Support Analyst duties, skills and much more. Get expert advice on how to become a Technical Support Analyst.

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Brenna Goyette
Certified Professional Resume Writer, Career Expert

Published 3 min read

A technical support analyst provides technical support to users of a computer system or software. They are responsible for answering questions and resolving problems. Technical support analysts may work in a call center or be part of a team of analysts that provide support to users.

Technical Support Analyst job duties include:

  • Act as the first point of contact for customers seeking technical assistance
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions
  • Determine the cause of the problem by evaluating symptoms and logs
  • Resolve technical issues for customers via phone, email, or chat
  • Follow up with customers to ensure issue has been resolved
  • Escalate complex technical issues to senior level technicians or engineers
  • Update customer records in the ticketing system with every interaction
  • Generate monthly reports on common technical issues and resolutions
  • Train new hires on company policies and procedures

Technical Support Analyst Job Requirements

A Technical Support Analyst is responsible for providing support to customers and technical staff on a variety of issues. They must have excellent customer service skills and be able to communicate effectively with both technical and non-technical staff. A Technical Support Analyst must have a minimum of an Associate's degree in computer science or related field, although a Bachelor's degree is preferred. In addition, they must have at least two years of experience working in technical support or a related field. Certification from Microsoft or CompTIA is also preferred.

Technical Support Analyst Skills

  • Patience
  • Empathy
  • Technical skills
  • Listening skills
  • Communication skills
  • Problem-solving skills
  • Analytical skills
  • Organizational skills
  • Time management skills
  • Customer service skills
  • Interpersonal skills

Related: Top Technical Support Analyst Skills: Definition and Examples

How to become a Technical Support Analyst

A technical support analyst is responsible for providing technical support to users of a company's products or services. They are the first point of contact for customers experiencing problems with a product or service and are responsible for troubleshooting and resolving issues.

Becoming a technical support analyst requires strong customer service skills, as well as patience and the ability to think critically. Technical support analysts must be able to quickly assess a customer's issue and determine the best course of action to resolve it. They must also have excellent communication skills, as they will often need to explain complex technical concepts to non-technical users.

If you are interested in becoming a technical support analyst, you should start by pursuing a degree in computer science or a related field. Once you have completed your education, you should then look for entry-level positions at tech companies or customer service organizations. With experience, you can eventually move into more senior positions such as lead technical support analyst or manager of technical support.

Related: Technical Support Analyst Resume Example

Related: Technical Support Analyst Interview Questions (With Example Answers)